Ryan Kropf, Regional Account Manager Best Practices to Drive e-Signature Adoption

E-Sign Adoption 2 “Focus On Customer Experience To Drive Adoption.” Craig LeClair Adoption varies by transaction type. Lower value signing transactions in (P&C) will see 25% to 45% adoption when sold through traditional channels and higher (50% to 60%) for web-based sales. For life and annuity products, the percentage is lower due to older demographics and more complex transactions.

E-Sign Adoption by Use Case – What we are seeing… 3 CONSUMERS ARE READY! Independent Sales 40-60% Online 99% Captive Agent 75% Retail 95% Call Center 95% UNMEDIATED MEDIATED 100% Internal

BEST PRACTICE 1 - Flexible Workflow UI WORKFLOWNAVIGATIONUSER MGMTNOTICATIONS Access – Web app, Mobile app, , SMS, Transaction Manager, Integrated app Authenticate – UID/PIN, Q&A, , SMS, KBA, External (SAML, Directory, Web … Document Presentment – On-screen, mobile, paper (hybrid), ADA… Data Capture – Form fields, controls, auto-fill, data merge and update, data return Document Upload – Update document changes; Scan, upload or fax paper or digital documentsSign – Click to sign, Write to sign on mobile phone or tablet, or on signature capture tabletDeliver – Distribute documents during and after e-signing, deliver disclosures

5 Leverage your brand Seamless user experience Total GUI customization Web pages layout, design, text sending domain content, style and icons Signature block Etc… BEST PRACTICE 2 - – Build Trust

6 Involve key stakeholders early Gain executive buy-in Phased implementations Training Incentives Communication Reporting BEST PRACTICE 3 - Change Management Planning

7 Change Management All-Star Problem: Eliminate errors and write backs on new policies Improve productivity for captive agents Had introduced e-app 10 years prior with limited adoption Benefits/Metrics: 95% apps now received electronically/ 75% are e-signed All life, annuity and Medicare supplements are e-signed Expedited new business process by 1/3 Transactions are completed 100% correctly No need to go back to the customer for additional data/signatures Reps do not have to always do a F2F visit “Change management is not something we’ve taken lightly. If we built the greatest system and nobody used it, then it wouldn’t have any value.” SVP of life/ health operations

8 Change Management All-Star “What we’ve found is that, with most of our financial reps, if we can get them to try it once, they continue to use it,” SVP of life/ health operations Best Practices INCENTIVES  Had to use the solution 6 times before points were earned  Prizes could be purchased from website with accumulated points TRAINING/COMMUNICATION  Annual sales meeting used to educate/kick-off new process  Visited agents who weren’t adopting/ coached through new process  Testimonials and metrics gathered and shared PHASED ROLLOUT  Started with 1 product – term life  Limited roll out among reps to gather feedback and tweak process

Questions ?